Information from Astorius Consult GmbH regarding the established complaints management system
1. Objective
The satisfaction of our customers is very important to us. Astorius Consult GmbH feels obliged to provide its services in the interest and to the fullest satisfaction of its customers. The principles listed below form the basis of our internal complaints management and represent guidelines according to which we process complaints.
We define customer complaints as all statements made by a customer expressing dissatisfaction with the services provided by Astorius Consult GmbH or its employees and/or external service providers. A complaint does not require a specific form; in particular, the term “complaint” does not necessarily have to be used.
We also see complaints as an opportunity to continuously improve our service quality and processes.
2. Dealing with complaints / internal arrangements for complaint handling
Astorius Consult GmbH is obliged to have proper rules of procedure that ensure compliance with the legal provisions it has to observe.
In order to comply with these provisions in relation to customer complaints, Astorius has put in place the internal arrangements described herein and established an internal procedure to ensure that customer complaints are documented and handled. Management as a whole is responsible for the adoption, implementation and monitoring of these internal arrangements and procedures.
3. Procedure
3.1 Recording of complaints (complaints register)
All complaints, their handling, the measures taken as well as the final decisions shall be systematically documented in the internal complaints register without unnecessary delay. The internal complaints register is kept in the form of an electronic file.
The preparation of the file allows for a systematic evaluation, is protected against changes not required by the facts, allows subsequent changes to be recognised and ensures unhindered access for the respective employees responsible, the competent external auditors and the Federal Financial Supervisory Authority.
The management is responsible for compliance with these requirements for the complaints register.
Complaints can be submitted electronically as well as in writing or verbally.
Electronically transmitted complaints can be sent to the e-mail address: management@astorius.net
For written complaints, please contact:
Astorius Consult GmbH
Hohe Bleichen 19
20354 Hamburg
In order to process the complaint, we need the following information from you:
- full contact details of the complainant (address, telephone number, email address if applicable);
- a concrete description of the facts of the case;
- formulation of the request or an indication of what the complaint is intended to achieve (e.g. rectification of errors, improvement of services, clarification of a difference of opinion);
- copies of the documents necessary to understand the matter; if the complainant is contacting us in the name of and on behalf of another person, an authorisation to represent that person.
3.2 Retention
All documents relating to complaints and their processing must be kept for at least five years, unless otherwise required by law.
Information on data protection Information on the General Data Protection Regulation concerning the processing of your personal data by us and the claims and rights to which you are entitled under the data protection regulations can be found on our website under Datenschutz.
3.3 Analysis of complaint processing data
The complaints register shall be analysed at regular intervals – but at least once a year – in such a way as to identify recurring and/or systematic problems that have led to complaints. This is to identify systematic problems as well as potential legal and operational risks and to avoid them in the future. The analysis of the complaints register and the measures derived from it shall be documented in writing by the responsible managing director, stating the date, and shall also be kept for a period of 5 years.
4. Information about the complaint management
Astorius Consult GmbH will inform its customers or potential customers in an appropriate manner about the establishment of the complaint management.
To this end, it will provide information on its website,
- how to submit a complaint (form, minimum content and addressee of the complaint)
- what the complaint procedure is, and
- which authority is responsible for alternative dispute resolution procedures.
As soon as we receive a complaint, we will process it immediately. If, due to the complexity of the matter, it becomes apparent that the handling process will take a longer period of time, the customer will receive an acknowledgement of receipt within ten working days and an interim reply within one month of receipt of the complaint. These letters will also provide further information, e.g. on the progress and expected processing time of the complaint.
5. Contacting us
Complaints can be sent to
Astorius Consult GmbH
Neuer Wall 41
20354 Hamburg
or directly to the supervisory authority
BaFin Bundesanstalt für Finanzdienstleistungsaufsicht
Graurheindorfer Straße 108
53117 Bonn
E-Mail: poststelle@bafin.de